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Client Care & Complaints We aim to offer all our Clients an efficient and effective service and we are always happy to discuss your matter with you. However, if there are any aspects of our service with which you are dissatisfied, please tell us so that we can try to put matters right. We hope this helps you understand the way in which this firm operates.
If you have any questions about your case, or any matters in this Guide, please contact this office and we will endeavour to assist. If for any reason you are not satisfied with the service that you receive or we cannot resolve matters on an informal basis, the firm operates a complaints procedure under the supervision of Ms. Sara Alessandrini, the Complaints Manager. You can either set out your complaint in writing to her or telephone her at this office to arrange a face to face meeting to discuss the problem. The matter will be investigated and Ms. Alessandrini will also provide you with the firm’s written guidance detailing our complaints handling procedure for clients.
Following the investigation, Ms. Alessandrini will write to you about your complaint, our investigation and what we will be doing about it. This will be at no extra cost to you. If you are not happy with the resolution of your complaint by this firm, you can contact the Legal Ombudsman which is a free, independent and impartial scheme set up to help resolve legal service disputes.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
• Within six months of receiving a final response to your complaint
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them by visiting www.legalombudsman.org.uk or calling: 0300 555 0333 between 9.00 to 17.00, emailing firstname.lastname@example.org or writing to Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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